Head of Technical Support, Tabs
$180-240k
+ Equity
Office located in New York City, NY
AI-native revenue platform for modern finance and accounting teams
Be an early applicant
AI-native revenue platform for modern finance and accounting teams
21-100 employees
Be an early applicant
$180-240k
+ Equity
Office located in New York City, NY
21-100 employees
Company mission
To power the future of B2B revenue with AI, helping finance teams save time, streamline operations, and collect faster to drive business growth.
Role
Who you are
- 8–12+ years in technical support/customer support for B2B SaaS, including 3–5+ years leading managers and multi-tier teams
- Proven experience building and managing a sizable team (10 people) in a high-growth startup; adept at org design, hiring, and coaching. Skilled at scaling support strategically relative to ARR
- Strong technical depth: comfortable with APIs/logs, ERP/finance systems (NetSuite, QuickBooks), and payments (Stripe); able to triage and guide L2/L3 issues.
- Expert in support operations: SLAs, queue management, incident response, RCAs, postmortems, and executive escalations
- Fluency with support/ticketing tools (Pylon/HubSpot/Intercom), Omni, Jira, knowledge bases, and analytics; able to build dashboards and make data-driven calls
- Stellar written and verbal communication—clear, calm, and customer-friendly—and a knack for simplifying complex concepts
- Bias to action, thrives under pressure, and comfortable in ambiguity; you balance speed with quality and know when to loop in Engineering/Product
- Nice to have:Experience with RevRec/ASC 606 or finance SaaS, and SQL for ad-hoc analysis
What the job involves
- We’re hiring our first Head of Technical Support to build and lead a world-class, customer-obsessed support organization
- You’ll own the strategy, team, tooling, and day-to-day operations that keep our customers (we call them “merchants”) running—while turning support insights into product improvements
- This is a high-leverage leadership role for a builder who has scaled multi-tier support teams in a fast-growing B2B SaaS environment and knows how to balance speed, quality, and empathy
- Build & Lead the Org: Hire, coach, and scale a high-performing multi-tier support team (L1/L2/L3), setting clear SLAs and escalation paths
- Scale Strategy: Grow headcount relative to ARR and merchant acquisition by leveraging technology and AI
- Drive Operational Excellence: Own KPIs (FRT, TTR, SLA attainment, CSAT), and build self-service resources (including Knowledge Center) to reduce ticket volume
- Own Incidents & Escalations: Lead Sev1/Sev2 response, executive-level comms, and postmortems; partner with Engineering/Product to prevent repeat issues
- Optimize Tools & Automation: Select and manage the support stack (Pylon/HubSpot, Jira, KBs, analytics), Integrate AI for ticket triage, resolution, and proactive merchant support
- Be the Voice of the Customer: Translate recurring trends into actionable insights, shaping product roadmap and improving customer experience
- Partner Cross-Functionally: Collaborate with Implementations, Success, and Solutions to ensure seamless onboarding, feature adoption, and customer outcomes
- Examples of Impact
- Scale the Org: Hire and ramp a high-performing team
- Reduce Recurring Issues: Turn recurring product questions into an in-product guide + knowledge base articles to increase self-service and drive down ticket volume per merchant
- Create playbooks for common support workflows reducing time to resolution for tickets
- Elevate Product Feedback Loops: Establish structured Support→Product cycles that reduce bug-driven tickets and increase % resolved without engineering
Our take
Despite the rise of automation within businesses, a massive amount of finance work is still done manually. Tabs believes that this workload needs to be moved to modern, automated software, so it provides a platform that does just that.
Tabs' AI-powered accounts receivable platform empowers B2B businesses to optimize their AR processes, saving them time, improving cash flow and reducing the rate of billing errors. The platform is able to do this because its AI is capable of reading and understanding commercial contracts, which until now required the eye of an experienced finance professional.
The company already boasts a number of clients such as Pelago, Findigs and Volta. And a 2024 influx of funding has set the company up for further development and growth, and cements it as one to watch.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 4 rounds)
Sep 2025
$55m
SERIES B
Oct 2024
$25m
SERIES A
Total funding: $92m
Company benefits
- Unlimited PTO: You decide when and how long to take time off
- Fully paid health insurance: Fully paid medical, dntal, and vision insurance
- Complimentary meals: Free lunch and dinner in the office
- Parental leave: Generous paid leave to new parents
- Commuter benefits: Tax-free commuter benefits
- Regular team events: We work hard and play hard
Leadership
Ali Hussain
(Co-Founder & CEO)Former COO at Latch. Was a Management Consultant for The Boston Consulting Group, worked in New Product Initiatives at Google, and was a Staffer at the US Congress.
Rebecca Schwartz
(Co-Founder & Head of GTM)Was an Operator in Residence at Primary Venture Partners. Interened in MBA Business Development at RapidSOS, and was a Senior Business Development Manager at GLG (Gerson Lehrman Group).
Deepak Bapat
(Co-Founder & CTO)Former Head of Engineering at Structure Financial. Spent 6 years at Latch, ultimately as Director of Software Engineering, and was also a Software Engineer at Yext.
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